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Time to First Response: Comment:For Customer timer does not stop the timer


I have a similar issue to this one, where the Time to Respond SLA is configured to stop on "Comment: For Customers" but sometimes it does not stop but most of the time it does stop.

I am the assignee and a customer is the Reporter. Also, other customers and coworkers are the Request Participants.

When I comment "Share with Customer" it is not stopping the Time to First Response timer.

Any ideas what other JIRA "subtleties" may be causing this?




2 answers

0 votes
Glauco Atlassian Team Jul 11, 2018

Hi Alex,

Is the ticket shared with an Organization that you are in? It makes JIRA consider a customer comment, and the SLA will not stop. Removing your user from the organization should do the trick in this case.

Glauco Guimarães

Thank you Glauco,

I don't believe this is my issue but I have deleted my "customer" account, which used a different personal email, to make sure I am not in any customer organizations.

I will report back if this helped.

Hi @Glauco 

Thanks, the above-suggested fix worked. 

For Jira Service Desk project I was in both the 'Service Desk Team' project group and the 'Service Desk Customer' project group. Because I was a 'customer' it did not recognise my comment as being a first response to the customer. Once I removed myself from the 'Service Desk Customer' project group the Comment: For Customer SLA started working for me.

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